Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.

Developing New Services

Developing New Services
Developing new services

The Product and Service Design process

This section addresses the broad spectrum of the Total Design management process. here it will be shown how it relates to both products and services. It includes analysis of why Total Design is important and reports our research findings showing that service design management is poor. Included in this chapter will be an analysis and evalu-tion of design strategies; of how the Total Design process can be used to manage money, time and concurrencies. Our recent research on simplifying the new product design process will be described as well as how blueprinting can be used in the design of services. The link with project management will also be shown.

Customer Identification

There is no point in developing ...

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